By Timo Selvaraj
As contact center agents look for information, articles or documents to help your customer on every call or chat, the ability to find and use the right document or article to help them makes all the difference in cost, efficiency and satisfaction of the interaction.
Most call centers tend to have information sitting within html, pdf or word documents that get updated periodically and placed on a web server or file server for access. Searching for the right information for the right customer situation can be time consuming and can take minutes especially on less frequent situations. While the tenured associates tend to manage through them, the newly trained associates struggle with the ability to use the right keywords to find the right information. Setting up an advanced search function with SearchBlox that narrows down your choices and highlights the relevant documents or articles in real time can be not just a time saver for the call handle times (AHT) but also reduce the frustration on both the associate and customer side.
Simply create collections to index documents for your various products and/or services and let SearchBlox provide the relevant documents to the associate or directly to the customer for self-service where the information is accessible and organized. The Featured Results and Synonyms features can add great value to the efficiency of your operations simply by fast 1-click access. The reporting dashboard can provide live insights into what the call center agents are looking for at any given point in time.
Contact us to learn more about how we can reduce handle time for your contact center agents through our knowledge base search.